Bästa Contact Center podcaster (2025)

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CX Leaders: Driving Aligned Plans for Success in Your Own Advocacy | Episode 46 24:25

6d ago24:25

24:25

Matt Hartley, Head of Pixel Customer Care at Google, dives into why customer care must be its own strongest advocate within a large organization. He outlines how support teams can earn a “seat at the table” by tying their work to product and business outcomes. Matt discusses systems for cross‑functional touchpoints and using data plus storytelling …

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Enabling frontline leaders 19:42

22d ago19:42

19:42

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations t…

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How To Integrate Transformational Tech Opportunities With Traditional Customer Support | Episode 45 24:30

19d ago24:30

24:30

Luke Squires, Customer Experience Director at Sykes Holiday Cottages, discusses how businesses can integrate transformational technologies like AI into their traditional customer support operations. He discusses the evolution of customer service, the exciting potential of AI, and how it’s becoming more accessible to companies. Luke emphasizes that …

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Agentic AI vs. Human 17:19

26d ago17:19

17:19

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and t…

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How To Make Customer Experience The Number One Driver For The Business? | Episode 44 26:26

27d ago26:26

26:26

Enav Birnbaum, Director of Customer Solutions at Zencity, explores how customer support can directly impact revenue growth. She outlines her PhD background in international relations and explains how it informs her approach to solving real‑world challenges. She also reveals the cultural foundation that drives passionate service and fosters strong c…

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How to Get Out of Our Own Way to Create Customer and Company Success | Episode 43 23:25

1M ago23:25

23:25

Ash Rhodes, Business Consultant in Customer Experience at Ash Rhodes Consulting, shares how contact centers can break free from the “cost center” mindset. He dives into strategies highlighting the invaluable customer data gathered during service interactions. Ash reveals how internal advocacy reshapes a team’s influence. Finally, he explains how to…

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How to Build a People-First Contact Center That Actually Reduces Turnover: Sam Falletta 59:46

1M ago59:46

59:46

How do you build a contact center where people want to stay? In this episode of First Contact: Stories of the Call Center, we sit down with Sam Falletta, CEO of Incept, who shares how he built a people-first company culture that reduces turnover and drives performance. From rewriting rigid attendance policies to embedding mental health support into…

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Enabling Frontline leadership 17:38

1M ago17:38

17:38

In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The …

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We Know That We Need to Know What We Don't Know | Episode 42 26:53

1M ago26:53

26:53

Ilai Szpiezak, Co-Founder at Dolphin AI, explores how businesses can unlock the power of customer insights hidden in everyday interactions. He reveals the potential of contact centers as rich data sources that guide product innovation and increase retention. He shares the impact of empathy, technology, and organizational alignment on customer satis…

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Episode 41 | POV: Contact Centers as an Investable Value Engine 28:49

2M ago28:49

28:49

Dean Czuma, Head of McKinsey Global Services at McKinsey & Company, explains why contact centers should be viewed as strategic investments that drive value rather than control costs. He shares insights on empowering agents, using the right tools, and fostering a strong culture. By aligning these elements, companies can transform contact centers int…

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What to do about NPS 21:51

2M ago21:51

21:51

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understandin…

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Episode 40 | Contact Center Agents' Perspective on AI 24:19

2M ago24:19

24:19

Vladyslava Vozniuk, Customer Success Manager at Usersnap, explores the evolving role of AI in contact centers from the agent’s perspective. She dispels the myth of AI replacing human agents, instead advocating for a hybrid model that enhances customer experience. The discussion highlights AI’s impact on training, turnover, and the irreplaceable val…

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HP adds 15 minute mandatory hold time 17:22

2M ago17:22

17:22

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and…

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From Cost Center to Profit Driver: The CX Transformation Blueprint: Camila Ferreira 52:43

2M ago52:43

52:43

Customer Experience (CX) isn't just about service—it's a revenue engine. In this episode, Christian Montes sits down with Camila Ferreira, Founder & CEO of Rise UP, to explore how businesses can transform CX from a cost center into a powerful growth driver. With over 20 years of global experience, Camila shares her journey from finance to CX leader…

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AI will not replace humans in service 21:48

3M ago21:48

21:48

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back t…

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Attributes of a good leader 17:46

3M ago17:46

17:46

Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction be…

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Episode 37 | Branded CX is Your #1 Competitive Path to 2X Growth 26:37

3M ago26:37

26:37

Mark Smith, Founder of Journey-Smiths, explores the transformative power of customer experience (CX) on business growth. He shares insights on CX technology, journey orchestration, and leadership’s role in creating brand-aligned experiences. Mark also highlights how CX-driven strategies can double company growth over a decade. “Being customer-focus…

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Return to work challenges 14:33

3M ago14:33

14:33

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, a…

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Episode 36 | Marketing Ops, RevOps: What's VOC Ops? 39:27

3M ago39:27

39:27

Anthony Chang, Business Platform Lead for Consumer Care at Versuni, discusses how contact centers can transition from cost centers to growth drivers by leveraging the voice of customer data. He highlights the role of advanced analytics and collaboration in boosting customer lifetime value and unlocking new revenue opportunities. “The missed opportu…

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Episode 39 | What Are the Systemic Cracks in Our CX Foundation? 32:03

3M ago32:03

32:03

Sarah Caminiti, Head of Customer Support and Service at abcam, shares insights on mending systemic cracks in CX practices to drive business growth and sustainability. She emphasizes the importance of viewing customers as valued individuals and leveraging data to advocate for change. Sarah also discusses strategies for building strong teams that enh…

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AI-Driven Compliance & Sales: How Contact Centers Can Stay Ahead: Nima Hakimi 44:55

3M ago44:55

44:55

AI is transforming sales and compliance in contact centers—are you keeping up? In this episode of First Contact: Stories of the Call Center, Nima Hakimi, CEO & Co-Founder of Convoso, breaks down how AI-driven compliance, real-time agent coaching, and smarter tech adoption are reshaping the industry. Discover why most contact centers fail at impleme…

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Episode 38 | How to Create Success Though BPO Partnerships 23:15

3M ago23:15

23:15

Henry Hildesheim, Director of Operations at TechStyleOS, shares deep insights into building successful contact center partnerships and driving business growth. He explores the challenges and opportunities of aligning corporate strategies with BPO operations, emphasizing the importance of integrating partners into company culture. The conversation a…

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Can empathy be taught? 19:50

4M ago19:50

19:50

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights …

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Episode 33 | Chief Customer Officers: How to Get Out of Our Own Way to Be Growth Accelerators 25:10

4M ago25:10

25:10

Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success. …

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Episode 32 | Contact Center Leaders: Stop Celebrating False Conclusions 31:52

4M ago31:52

31:52

Justin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic cha…

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Government intervention in service? 14:33

4M ago14:33

14:33

Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for custo…

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Episode 31 | How to Rebalance Your Contact Center for Success 26:11

4M ago26:11

26:11

Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers. “Customer service…

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Debunking Business Myths: The Leadership Blueprint for Contact Centers: Steve Bederman 1:08:18

4M ago1:08:18

1:08:18

What if the biggest lessons you’ve learned about business and leadership were based on myths? In this episode of First Contact: Stories of the Call Center, Christian Montes hosts Steve Bederman, President of NobelBiz, as they dive into the truths behind common leadership misconceptions. Steve unpacks the “family culture” myth in businesses, breaks …

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Don't be a statistic 20:31

4M ago20:31

20:31

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches …

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Episode 30 | Leveraging Trusted Advisors as Your GPS 22:40

4M ago22:40

22:40

Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations. “Sometimes,…

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2024 in review 20:40

5M ago20:40

20:40

Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance o…

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Humans vs Policy 17:25

5M ago17:25

17:25

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, a…

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Episode 29 | How to Overcome the Challenge of Cultural Differences with Your BPO Partners 24:43

5M ago24:43

24:43

Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultu…

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Episode 27 | How to Align 69 Different Internal Entities to Achieve Great Customer Success 30:22

6M ago30:22

30:22

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent com…

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Episode 28 | Where Contact Centers Are Still Missing the Mark 24:51

6M ago24:51

24:51

Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empa…

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Episode 26 | The Whys and Hows of Reverse Engineering Customer Support 30:27

6M ago30:27

30:27

Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennett’s methods of process simplification and c…

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What's Next for Contact Centers? Leadership, CX, and AI Insights: Colleen Beers 1:06:05

6M ago1:06:05

1:06:05

In this episode of First Contact: Stories of the Call Center, we sit down with Colleen Beers, a dynamic leader with over 20 years of experience in transforming the contact center and CX industry. From her journey from a call center agent to a top executive, Colleen shares invaluable insights on leadership, employee empowerment, and the future of cu…

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Episode 25 | Essential Insights on the Contact Center Nudging Strategy 26:22

7M ago26:22

26:22

Christian Hörnebrant, Customer Experience Manager at Telia, shares his innovative approaches for modernizing contact centers. He details his “contact center nudging strategy,” which leverages incremental changes to improve customer experience and service conversions. He also emphasizes integrating technology with empathy for personal, consistent in…

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Episode 24 | Building Customer Service from the Ground Up 32:19

7M ago32:19

32:19

Chris Rojas, Head of U.S. Customer Service at Raisin, shares insights on transforming customer support teams from cost centers into value creators. He discusses building customer-centric operations, aligning stakeholders on service goals, and leveraging qualitative and data-driven approaches. He also highlights AI’s role in empowering agents, not r…

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Empowering Women and Event Success in Lead Generation: Sara Malo 58:58

7M ago58:58

58:58

In this episode of First Contact: Stories of the Call Center, host Christian Montes sits down with marketing trailblazer Sara Malo to discuss her inspiring journey and her role in transforming the lead generation industry. As VP of Partnerships at Lead Generation World, President of LinkUnite, and a leader at Contact.io, Sara shares her experiences…

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Why Hybrid work is so hard to manage 16:22

8M ago16:22

16:22

Summary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital comm…

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Episode 23 | Amazon’s Lessons from Adopting Customer Obsession as a Core Principle 27:39

8M ago27:39

27:39

Vivian Malandrin, Senior Manager of Customer Experience at Amazon Brazil, explains how customer obsession fuels Amazon's continued success. She emphasizes the company’s strong culture and leadership principles that prioritize customer needs. She also describes how real-time feedback and anecdotes drive innovation and improvements. “Customer obsessi…

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Episode 22 | Must Have: Entrepreneurial Lessons for CX Leaders 28:45

8M ago28:45

28:45

Thomas Lehner, Director of Global Support and Operations at Spryker, shares his journey from entrepreneur to global leader in customer experience. He emphasizes the role of an entrepreneurial mindset in fostering innovation, sustainable value, and effective feedback loops for continuous improvement. He also discusses the importance of aligning prod…

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Is training the problem? 16:37

8M ago16:37

16:37

**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Tra…

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Building a Customer-Centric Culture: Annette Franz 58:31

8M ago58:31

58:31

In this episode of First Contact: Stories of the Call Center, Christian Montes sits down with customer experience (CX) expert Annette Franz to explore the vital connection between employee experience (EX) and delivering exceptional CX. Annette shares her insights on building a customer-centric culture, effective journey mapping, and the role of dat…

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Attrition and loneliness 17:12

8M ago17:12

17:12

**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. T…

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Episode 21 | Why Your Board Should Invest in Your Contact Center 38:25

9M ago38:25

38:25

Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why boards should invest in contact centers by showcasing their potential to drive profits through superior customer experience. She explains that metrics such as CSAT, NPS, and repeat purchase rates measure success and demonstrate the financial return on investing in cust…

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Episode 20 | What to Learn from Fortune 100 Customer Success Strategies 24:11

9M ago24:11

24:11

Shareth Ben, Chief Customer Officer at Apptega, shares insights on executing customer success strategies in large organizations. He emphasizes the role of change management, internal collaboration, and data-driven decision-making in driving competitive advantage. He also highlights the importance of aligning internal processes to enhance customer o…

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The future of knowledge 19:39

9M ago19:39

19:39

In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right info…

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Episode 19 | Why Contact Centers are Still Fundamentally Flawed in 2024 32:32

9M ago32:32

32:32

Neal Dlin, Founder of Chorus Tree and the VP, Customer Service Experience at Aviso Wealth, critiques the outdated practices of 2024 contact centers, advocating for a shift from a manufacturing-based model to a human-centered approach. He stresses the need to understand employees and customers as individuals, challenges outdated KPIs, and underscore…

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Contact Center podcaster

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